Strategic Initiatives Program Manager - Customer Experience

Formlabs; Milwaukee (WI); Hybrid; USD 53,000 - 63,000; Full time

Job summary

An innovative company is seeking a Strategic Initiatives Program Manager to enhance customer experiences on a global scale. This exciting role involves leading impactful projects that align with organizational goals, collaborating across departments, and utilizing operational best practices to drive change. With a focus on strategic initiatives, you'll play a key role in shaping the future of customer support for cutting-edge hardware solutions. If you're passionate about transforming customer experiences and thrive in dynamic environments, this opportunity is perfect for you.

Benefits

Robust equity program

Comprehensive healthcare coverage

401K with low-cost fund options

Generous paid Parental Leave

Paid Sabbatical Leave

Flexible Out of Office Plan

On-site parking & commuter benefits

Healthy on-site lunches and snacks

Professional development opportunities

Unlimited 3D prints

Qualifications

• 3+ years in strategy, operations, or consulting.
• Strong analytical mindset with data comfort.
• Experience in high-growth companies preferred.

Responsibilities

• Lead cross-functional projects to improve customer experience.
• Collaborate with various teams to drive change.
• Identify opportunities and execute transformative initiatives.

Skills

Strategic Thinking

Analytical Skills

Project Management

Data Analysis

Lean and Six Sigma

Basic SQL

Education

STEM Degree

MBA or Equivalent Experience

Tools

Looker Studio

Job description

Strategic Initiatives Program Manager - Customer Experience

Join to apply for the Strategic Initiatives Program Manager - Customer Experience role at Formlabs

Strategic Initiatives Program Manager - Customer Experience

1 week ago Be among the first 25 applicants

Join to apply for the Strategic Initiatives Program Manager - Customer Experience role at Formlabs

To reinvent an industry, you have to build the best team. Join Formlabs if you want to bring groundbreaking professional 3D printers to the desktop of every designer, engineer, researcher, and artist in the world.

Are you passionate about transforming customer experiences at a global scale? Are you a strategic thinker with a bias for action, eager to lead cross-functional initiatives that drive real impact? Join us as our Strategic Initiatives Program Manager - Customer Experience, where you'll sit at the intersection of strategy, operations, and innovation — building the future of world-class customer support for a cutting-edge hardware company.

At Formlabs, we’re building the tools that make it possible for anyone to bring their ideas to life — and that starts with delivering an exceptional customer experience. We’re looking for a Strategic Initiatives Program Manager - Customer Experience to help drive the next evolution of our global support organization. In this senior individual contributor role, you’ll lead high-impact, cross-functional projects aligned with our OKRs to improve customer experience, team efficiency, and service quality.

This role has hybrid on-site expectations, 3x per week in-office, based in either Milwaukee, WI or Somerville, MA.

What You’ll Do

• As part of the Services leadership team, you’ll act as a force multiplier across our organization — identifying opportunities, aligning stakeholders, and executing transformative initiatives.
• You’ll collaborate across Sales, Product, Engineering, Operations, Systems and other teams to drive change and deliver results.
• Own and drive global, cross-functional projects tied to Customer Experience OKRs
• Identify high-leverage opportunities and bring clarity to complex problems across systems, tools, and processes
• Leverage Lean, Six Sigma, and operational best practices to improve workflows and reduce friction
• Build business cases and influence senior stakeholders with clear insights and recommendations
• Partner with analytics teams to design dashboards (Looker Studio a plus) and track progress
• Help identify and implement AI solutions within the customer support space
• Communicate insights and recommendations to leadership with data-backed narratives
  
  

What You Bring

• 3+ years of experience in strategy, operations, consulting, or related fields
• A strategic, analytical mindset with a track record of driving initiatives from concept to impact
• Strong analytical skills and comfort with data (basic SQL or scripting a plus)
• Experience working in dynamic, evolving businesses — ideally in high-growth companies
• STEM degree preferred; MBA or equivalent experience preferred
• Familiarity with customer support for technical hardware products
• Bonus: Experience implementing AI in service workflows or hardware support
  
  

Why You’ll Love This Role

• Work on highly visible, high-impact projects with executive-level exposure
• Help shape the future of how we support our customers globally
• Collaborate with a driven, diverse, and supportive team that’s passionate about solving tough problems
• Combine your strategic skillset with hands-on execution in a fast-moving environment
  
  

Our Perks & Benefits

• Robust equity program to build future wealth through RSUs
• Comprehensive healthcare coverage (Medical, Dental, Vision)
• Low cost fund options in our 401K and access to advisors
• Generous paid Parental Leave (up to 16 weeks)
• Tenure-based paid Sabbatical Leave (up to 6 weeks)
• Flexible Out of Office Plan – Take time when you need it
• Ample on-site parking & pre-tax commuter benefits
• Healthy on-site lunches, snacks, beverages, & treats
• Regular sponsored professional development opportunities
• Many opt-in culture events across our diverse community
• And of course… unlimited 3D prints
  
  

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Even if you don't check every box, but see yourself contributing, please apply. Help us build an inclusive community that will change the face of 3D printing.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Computers and Electronics Manufacturing

Referrals increase your chances of interviewing at Formlabs by 2x

Get notified about new Strategic Program Manager jobs in Milwaukee, WI.

Program Manager - Innovation Management Advanced Technology

Sr. Program Manager - Service Commercial Insights & Execution

Senior Program Manager, Construction - Data Centers, Mission Critical

Drinking Water Business Development Director

Milwaukee, WI $53,000.00-$62,200.00 2 weeks ago

Business Development Manager - Pharma/Overdose solution products

Senior Staff Technical Program Manager (multiple positions)

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.